APPA Library

"Chapter 4: Customer Focus & Technology: A Great Facilities Combination"
Author: Gratto, Fred, and Jean Sweitzer
Published In: Creating a Service Culture: Making the Customer Connection
Date: 2005

While recognizing the power of technology in making jobs easier, stresses that instant communication can have a negative impact on establishing relationships.  To foster relationships with customers and develop a team approach among staff, the University of Florida Physical Plant Division developed an acronym that embodies their approach to customer service: TOPGUN or Teamwork, Own, Prompt, Greet, Understand, No-no's.  Describes the process they use to measure and monitor customer service by quantifying time required to complete work orders, number of orders completed, backlogs, and trends in providing service. Details other customer service techniques that help cultivate relationships. Includes graphs and figures.

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